Cisco Cisco Agent Desktop 8.5 Guida All'Installazione

Planning is the key to successfully implementing Cisco Desktop in your contact 
center. Before you begin using Desktop Administrator, give careful thought to 
these three areas:

■

Work flow groups

■

Appearance and function of the Agent Desktop interface

■

Screen pop and other work flow automation sequences

Rather than requiring you to administer each agent individually, Cisco Desktop 
allows you to administer agents by “work flow groups.” A work flow group is a 
grouping of agents that have common requirements for the Agent Desktop 
interface, screen pop, and other work flow automation. 

Although your work flow groups may correspond to your teams or skill groups, 
they exist independently of the teams and skill groups in Cisco Desktop and can 
be different from them. For instance, agents on two different teams may be in the 
same work flow group. 

Review the sections, ‘The Agent Desktop Interface” and “Screen Pop and Other 
Work Flow Automation Sequences” below, then draw up a list of the groups that 
have common Agent Desktop interface and work flow automation needs.

Desktop Administrator allows you to determine which telephone and agent action 
buttons appear on the Agent Desktop interface, customize the button icons, and 
create custom buttons to automate actions unique to your contact center. In 
addition, you can choose when the Agent Desktop interface appears on the 
agent’s desktop.